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TalkTalk has positioned itself to provide a decent set of broadband, phone and TV packages at an affordable price. Its broadband service is provided over the Openreach network and as such TalkTalk offers similar speeds to other providers on the same network, including Full Fibre speeds up to 900Mbps.

In this guide we will look at what you can expect from a TalkTalk contract, what information is on your monthly bill and what happens if you want to leave. We will also take a look at payment options and some of the rights associated with your contract.

What is in a TalkTalk contract?

Your TalkTalk contract will form the basis of the relationship between you as the customer and TalkTalk as your provider. This type of contract is called a Service Level Agreement (SLA) because it sets out exactly what each party should expect from the deal. Here we will look at what you can expect to find in a TalkTalk SLA.

Your package

Your contract will set out which features come with your package. TalkTalk offers broadband and phone line, broadband only, or broadband and TV. TalkTalk customers can choose between six different broadband speeds: superfast Fibre 35 and Fibre 65, and four full fibre packages: Full Fibre 65, Full Fibre 150, Full Fibre 500 and Full Fibre 900. The Full FIbre packages are currently available to around 30 per cent of UK homes.

TalkTalk currently only advertises TV as being available to its Full Fibre customers, but normal (superfast) fibre customers can get in touch with TalkTalk to have it added to their account. However, superfast fibre customers can choose to bundle broadband with Netflix or NOW TV memberships.

If you require a landline, your TalkTalk contract will tell you what your phone number will be. This can be a new number, or a number you have requested to take with you from your previous provider. You will also see which extras you have added, such as unlimited calls.

TalkTalk phone contracts come with pay-as-you-go calls as standard. Depending on the type of number you are calling, the per-minute cost is the same at all times. International and Unlimited UK calling add-ons are available at an extra cost, plus all customers get CallSafe call screening as standard.

Installation

When you sign up to a TalkTalk deal, you have a choice between self-install or an installation performed by an engineer. If you select self-install, you will be sent a kit containing all the equipment and cables required for your package. This kit is sent out after your service has been switched on to avoid any confusion that could be caused by the service not working yet. Customers who choose self-install have the option of booking a free engineer visit within the first 10 days of receiving their kit. So If you are struggling to get things up and running, you are covered. Alternatively, you can book an engineer installation when ordering your package.

Customers signing up for Full Fibre for the first time will need an engineer to install their service as it requires the installation of new cables and equipment.

Cooling-off period

The TalkTalk contract allows cancellation within 14 days of signing up. You will however be charged for any services received before cancellation.

What is in a TalkTalk bill?

Your package charges are billed for the month ahead, so your first bill will be received a few days after your account goes live. Bills are received by email and can be paid by logging into the My Account section of the TalkTalk website. You can choose to pay by card or set up a Direct Debit. If you prefer paper bills, they are available but cost extra. Bills are available in alternative formats, such as large print, braille or audio, upon request.

This is what you can expect to find on your TalkTalk bill.

• Bill summary – This section shows the total of any balance carried forward from a previous bill, plus any payments made since your last bill. You wall also see new charges added since your previous bill
• Charges in advance – TalkTalk charges a month in advance for its services. These charges are shown in this section of the bill
• Bill highlights – Some items on your bill will be highlighted in blue. The highlighted items include any discounts you receive and certain other charges TalkTalk wishes to bring to your attention
• Charges since you joined – Pro-rata monthly charges paid since you joined TalkTalk
• One-off charges – You will only see this section on your bill if you have used any special services that month. For example the bill you receive after set-up will show the equipment and set-up fees in this section

Paying your TalkTalk bill

There are a number of ways to pay your bill. Like most providers, TalkTalk encourages customers to set up a Direct Debit. This can be done in the My Account section of its website. However if you prefer to pay manually you can do so by logging into My Account to pay, paying over the phone, recurring card payments, or by bank transfer. The final option is to pay at a Paypoint using a key, which you can request from TalkTalk. This allows cash payments at all local shops with a Paypoint or Payzone terminal.

Paying bills late will lead to late payment charges, which can soon mount up. If you are struggling to pay, it is important to get in touch with TalkTalk. This can sometimes help avoid charges depending on your situation.

Cancelling your TalkTalk contract or moving home

If you do not want to stay with TalkTalk or need to move house, here is what you need to know.

Cancellation charges

If you choose to leave TalkTalk during your contracted minimum term, you'll be charged an early termination fee. How much you'll be charged depends on how long you have on your contract and TalkTalk requires 30 days' notice to cancel your contract. If you are not receiving the speed TalkTalk quoted you when you signed up you may be able to cancel without being charged. Equally, if TalkTalk puts it prices up mid contract, you are permitted to cancel your service without being charged within 30 days of being notified of the price increase.

If you're leaving TalkTalk outside of your minimum term, you will not pay a cancellation fee. If you are switching to another broadband provider, they will inform TalkTalk and a 14-day notice period will apply. Cancellation charges do not apply if you're leaving within your initial 30-day cooling-off period.

Moving home

If you are moving house within the term of your contract, you can take your service with you. TalkTalk will charge a moving fee to set up its service at your new address. A notice period of 14 days is required to ensure your service is ready when you arrive at your new home.

Managing your TalkTalk account

You can manage your account by visiting the TalkTalk website and logging into the My Account section.

My Account allows you to view your bills, check your usage, change your personal details and to upgrade your package. You can also add any extras you want such as subscription TV channels or call packages. There is also a comprehensive help section and online chat to help you solve any problems you may have.

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